Introduction

　　The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.

　　The Economist Group has recently implemented a B2C Salesforce instance to support over 1.2m subscribers and this is centred around Salesforce using Experience, Service & Marketing Clouds and includes installed packages and integrations, such as Limio and Zuora. In addition The Economist Group has a global implementation of Salesforce Sales Cloud and Experience Cloud, which supports business units in Corporate & Enterprise Subscriptions (CES), Economist Impact, Economist Intelligence and Economist Education Foundation. We are also embarking on a transformation programme to re-implement our Sales Cloud instance into one Salesforce org, improving business processes and user experience with out of the box and up to date capabilities.

　　This role will require you to take responsibility for working alongside our Corporate & Enterprise Subscriptions (CES) team onboarding B2B clients onto our platforms to access their entitlements and subscriptions. In addition you will be required to support platform administration, user management, ticket management, case triage and application & end user support.

　　The successful candidate will work alongside Platform Administrators, supported by a Team Lead. This role will also have a dotted line into CES Operations to support onboarding their clients. This is an exciting role for an entry level Salesforce Administrator or IT Operations Analyst who is looking for a customer facing role, is keen to work for a global organisation, and be part of a critical Platforms Operations team.

　　Accountabilities

　　Take responsibility for the CES Client Onboarding tickets end to end.

　　Attend calls with CES clients and TEG CES Operations team to support a seamless onboarding process.

　　Perform Salesforce administrative tasks such as setting up certificates in Salesforce, and enabling Single Sign On.

　　Support CES clients with troubleshooting access issues.

　　Support CES reporting through Salesforce.

　　Liaise with TEG ITOps & Salesforce Developers if necessary to escalate Technical issues.

　　Support with User access management, assigning permission sets, profiles and installed package licences.

　　Build reports & dashboards.

　　Working closely with the business to manage licence requests and assignments.

　　Updating User access and accessibility tickets in Jira.

　　Perform small and basic Salesforce enhancements, such as creating new fields, updating picklist values, page layouts.

　　Escalating Licence issues to Senior Team Members as necessary.

　　Attend daily stand up meetings and team meetings

　　Experience, skills and professional attributes

　　Basic understanding of Salesforce Platform

　　Salesforce certification preferable but not required.

　　Salesforce Trailhead badges

　　A proven track record of teamwork with non-technical client staff and colleagues

　　Client and stakeholder management

　　Experience client-facing onboarding and testing preferred

　　Stellar communication skills, verbal and written

　　Ability to prioritise tickets to meet defined SLAs.

　　Work management tooling, such as Jira, is preferable but not required.

　　Energetic approach to work and a desire to learn.

　　Job LocationsUnited Kingdom-London

　　ID 2023-9791

　　Function Technology